Senior Manager Client Services

ibex; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

ibex in the Philippines is seeking a Sr. Client Services Manager who will serve as the primary point of contact for the client and drive successful and profitable operation of all programs under the SOW.

You will lead multi-team program management, ensure financial targets, deliver value-added solutions, and partner with clients to improve satisfaction and profitability, while reporting to the VP of Client Services.

Qualifications

• Experience in program management involving multiple teams, products, and services.
• Strong operations background and understanding of BPO operations.
• Excellent communication and conflict resolution skills.
• Ability to present to high-level client contacts and manage expectations.

Responsibilities

• Meets client and company objectives.
• Serves as point of contact for all client concerns.
• Ensures financial targets are achieved.
• Proactively partners with clients to deliver cost effective, value added, quality solutions.
• Contributes to operating strategy and profitability of the business unit.
• Improves client satisfaction and increases profitability.
• Manages reports and information distribution to stakeholders.
• Implements continuous improvement initiatives.
• Delivers real-time solutions to increase productivity and efficiency.
• Collaborates with BU heads to achieve business objectives.
• Performs other duties as required by the VP of Client Services.

Skills

Program management

Client relationship

Operations background

Communication skills

Interpersonal skills

Conflict resolution

Presentation skills

Leadership

Education

Associate/Bachelor's Degree

Job description

Overview

The Sr. Client Services Manager will serve as the primary point of contact for the Client and is responsible for the successful and profitable operation of all programs assigned including management of Client expectations and goals as stated in the SOW.

Responsibilities

• Meets client and company objectives
• Serves as point of contact for all client concerns
• Ensures that financial targets are achieved
• Proactively partner with clients to deliver cost effective, value added, quality solutions
• Strong contributor to the senior management team in developing operating strategy, overall profitability and ensuring process improvements for the business unit.
• Ensure that client needs are met in a way that improves customer satisfaction and increases profitability
• Manages the accurate compilation and distribution of information and reports to identified stakeholders.
• Identifies and implements continuous improvement initiatives.
• Provide and implements real time solutions to the business that result in increased productivity/efficiency.
• Work with BU heads to achieve the overall objective of the Business
• Performs other related duties and assignments as required and as assigned by the VP of Client Services.

Qualifications

• With Associate/Bachelor's Degree
• At least 2-3 years of experience with Client Services Management in a Managerial or Senior Manager capacity.
• Excellent track record in program management involving multiple teams, multiple products, and multiple services areas.
• Strong operations background
• Extensive experience in Customer Service and understanding of BPO operations
• Excellent organization skills and ability to manage multiple and changing priorities
• Excellent interpersonal and customer interaction skills to include communications, presentation and conflict resolution skills.
• Ability to present to high-level client contacts
• Knowledgeable of changing technology
• Exemplary communication skills and strong business acumen to understand the business strategies